Transforming Retail Through Computer Vision, Connected Applications & Frictionless Experiences

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UX Research Leadership · Computer Vision · Product Strategy · A/B Testing · Mobile Applications · Human-in-the-Loop Design · Retail Innovation

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Introduction

While at Deloitte, I partnered with Kroger on a series of initiatives exploring how emerging technology could transform both the employee and customer retail experience. My work spanned the modernization of 17 employee applications, AI-powered Computer Vision, frictionless checkout, and research for Kroger Go smart-cart experiences.

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At the center of the engagement was a larger question: How could intelligent technology reduce friction and automate repetitive tasks while keeping employees and customers in control of the experience?

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Through extensive field research across multiple U.S. store locations, I helped translate real-world behaviors, operational challenges, and customer expectations into product strategies that connected physical retail environments with increasingly intelligent digital experiences.

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What I Did

I led UX research across multiple Kroger innovation initiatives, conducting 250+ customer interviews and 50+ employee interviews, along with observational research, quantitative and qualitative analysis, usability studies, and A/B testing. Research findings were synthesized into actionable insights, presented to product stakeholders and leadership, and used to inform product enhancements and future-state experiences.

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For Kroger's 17-application ecosystem, I helped lead the transition from legacy handheld scan-gun workflows to modern TC52 devices. Research findings were translated into user flows, screen flows, wireframes, and interactive prototypes designed to simplify employee tasks, improve accuracy, and reduce the learning curve associated with complex store operations.

I also served as the lead UX researcher for Computer Vision within checkout and employee workflows, investigating how intelligent sensing and automation could accelerate tasks while maintaining appropriate human oversight. One example involved food-production applications where infrared-enabled Computer Vision could automatically capture temperature readings for regulatory recordkeeping, while employees retained responsibility for reviewing, validating, and manually correcting information when necessary. This approach was explored across the broader application ecosystem to identify opportunities where Computer Vision could improve speed, consistency, and operational efficiency.

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On the customer side, I researched frictionless checkout and Kroger Go smart-cart experiences, examining how Computer Vision, sensors, integrated payment, and intelligent cart technology could reduce traditional checkout friction and better connect Kroger's physical and digital shopping experiences.

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Throughout the engagement, I worked closely with product, technology, design, store employees, customers, and executive stakeholders to ensure innovation was driven by observed user behavior and measurable evidence, not technology for technology's sake.

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From Research to Retail Innovation

Explore the field research, Q&Q analysis, application workflows, Computer Vision concepts, usability testing, frictionless checkout experiences, and smart-cart research that shaped Kroger's evolving retail ecosystem.

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250+ Customer Interviews ·  50+ Employee Interviews ·  17 Connected Applications ·  Multiple U.S. Store Locations ·  A/BProduct Testing

[ROTATING GALLERY]

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Outcome

The work helped transform research insights into tangible product improvements across both employee operations and customer-facing retail experiences, demonstrating how emerging technologies could be integrated into established workflows without sacrificing usability or human oversight.

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Modernized 17 employee applications
Legacy handheld workflows were redesigned for the TC52 ecosystem, creating more streamlined experiences intended to improve task efficiency, accuracy, and employee onboarding.

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Advanced Computer Vision integration
Research identified opportunities for Computer Vision to automate data capture and operational tasks across applications, from checkout experiences to food-production monitoring while maintaining human verification for critical decisions.

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Influenced product direction through evidence
Quantitative and qualitative research, user interviews, usability studies, and A/B testing were translated into findings presented to Kroger leadership, informing product enhancements and future investment decisions.

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Expanded frictionless retail innovation
Research into checkout and Kroger Go smart carts helped define opportunities for sensors, Computer Vision, integrated payment, and intelligent experiences to reduce friction across the customer journey.

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Recognized with expanded leadership responsibility
My contributions to the Kroger engagement led to my promotion from Senior UX Designer to UX/UI Associate Creative Director, expanding my leadership responsibilities across the program.